我國金融消費爭議處理之研究

本研究旨在探討我國金融消費者保護法之金融消費爭議處理機制，希能藉由歸納分析我國訴訟外金融消費爭議處理機制於金融消費者保護法制定前後之運作情形，比較英國、新加坡運作之模式，汲取值得參考與借鏡的地方，就現行制度提出改善建議及可行之調整方向，俾利我國金融消費爭議處理制度運作更為完善，落實金融保護消費者保護之公平正義，增進消費者對市場之信心及促進金融市場健全發展。本研究共分六章節，以研究我國金融消費者保護法之金融消費爭議處理機制。第一章說明對於本論文研究動機與研究目的，針對研究主題所採研究途徑與研究方法作簡要說明，並綜合介紹本篇論文之整體研究架構，最後再略述與本論文有關之文獻回顧。第二章介紹我國金融消費爭議處理機制，另外介紹金保法施行前以行業別區分之處理機制，申訴管道過多且重疊，徒耗社會成本，並探討金保法施行後之紛爭解決機制係屬法定的訴訟外之替代性紛爭解決機制，及關於我國金融消費爭議處理機制之特色。第三章主要係就目前我國金融消費爭議處理機制之運作狀況，和英國、新加坡之模式進行比較，作共同特性及差異性分析，檢視我國金融消費爭議處理制度是否仍有調整或改善之處。第四章係以評議中心對外揭露的統計數據及資料為研究範圍，透由評議中心公布之金融消費爭議統計資料及實務案例，就我國金融消費爭議處理實務態樣分析，以瞭解評議中心就金融消費爭議處理及於爭議前端消弭紛爭等方面之成效，整體金融消費爭議案件類型於各行業別之分布及占比。第五章係就金保法施行十年之功能檢討，主要包括評議中心之運作績效，及探討現行金保法雖然強化有關金融消費者保護之規範，並且建立及統合法定訴訟外金融消費者爭議處理機制，但法制面及實務運作上仍有值得改善及強化之處。第六章為整合前面章節分析檢討後所得對我國法之建議，以期作為未來修法時或實務運作之參考。

關鍵字

金融消費爭議；爭議處理；保險黃牛；濫訴；公平合理；公平待客

並列摘要

The purpose of this study is to explore the financial consumer dispute settlement mechanism in my country's Financial Consumer Protection Law. Hope can summarize and analyze the operation of my country's out-of-litigation financial consumer dispute settlement mechanism before and after the enactment of the Financial Consumer Protection Law. Comparing the modes of operation in the UK and Singapore. Learn from places worthy of reference and mirrors. Propose improvement suggestions and feasible adjustment directions for the current system. Benefiting from the more perfect operation of my country's financial consumption dispute settlement system. Implementing the fairness and justice of financial protection and consumer protection.Enhance consumer confidence in the market and promote the sound development of financial markets. This research is divided into six chapters.To study the financial consumer dispute settlement mechanism of my country's Financial Consumer Protection Law. The first chapter explains the motivation and purpose of the research for this thesis. A brief description of the research approaches and research methods adopted for the research topic. And comprehensively introduce the overall research structure of this paper.Finally, a brief review of the literature related to this thesis. The second chapter introduces my country's financial consumption dispute settlement mechanism.In addition, it introduces the processing mechanism by industry before the implementation of the Financial Protection Law.Too many and overlapping appeal channels.Wasted social cost.It also discusses that the dispute resolution mechanism after the implementation of the Financial Protection Law is an alternative dispute resolution mechanism outside the statutory litigation.And about the characteristics of my country's financial consumption dispute settlement mechanism. The third chapter is mainly about the current operation of my country's financial consumption dispute settlement mechanism.Comparison with UK and Singapore models.Do common characteristics and differences analysis.Examine whether there is still room for adjustment or improvement in my country's financial consumption dispute settlement system. The fourth chapter is based on the statistical data and materials disclosed by the evaluation center as the research scope.Through the financial consumption dispute statistics and practical cases published by the Evaluation Center.An analysis of the practical state of my country's financial consumption disputes.To understand the evaluation center's effectiveness in handling financial consumer disputes and eliminating disputes at the front end of disputes.Distribution and proportion of overall financial consumer dispute cases by industry. Chapter 5 is a functional review of the ten-year implementation of the Financial Protection Act.Mainly include the evaluation center's operational performance.And discuss the current financial insurance law to strengthen the norms related to financial consumer protection.And establish and unify the legal non-litigation financial consumer dispute settlement mechanism.However, there are still areas worth improving and strengthening in terms of legal system and practical operation. The sixth chapter is the suggestion to our country law obtained after the analysis and review of the previous chapters.It is expected to serve as a reference for future revisions or practical operations.